Doğuş Üniversitesi Dergisi, 8 (1) 2007, 36-46

AN ASSESMENT ON THE EFFECT OF EDUCATION LEVEL

ON THE JOB SATISFACTION FROM THE TOURSIM
SECTOR POINT OF VIEW

EĞİTİM SEVİYESİNİN İŞ TATMİNİ ÜZERİNDEKİ ETKİSİNİN TURİZM

SEKTÖRÜ AÇISINDAN DEĞERLENDİRİLMESİ

Ahmet GÜRBÜZ
Zonguldak Karaelmas University,
Safranbolu Vocational School of Higher Education

ABSTRACT: The aim of this study is to analyze the effect of education level on the
job satisfaction. The relationships between the educational level and job satisfaction
were tested with hypotheses; H0: There isn’t a relationship between education level
and job satisfaction. H1: There is a relationship between education level and job
satisfaction. To measure job satisfaction, a questionnaire comprising a slightly
modified form of a popular job satisfaction questionnaire was used. The study was
conducted on a total of 600 workers, working in 30 four and five stars hotels. All of
the questionnaires were picked up because the questionnaires were administered
individually by the students of tourism department. 69 percent of the responses were
taken from graduated and vocational school students of higher education, 31percent
from primary and secondary schools. Consequently, a positive relationship was
found between job satisfaction and education level. The results suggest that
managers should find new methods to increase education level of their staff and
develop work context parallel to education level.

Key words: Satisfaction, job satisfaction, worker satisfaction, tourism sector,

education level.

ÖZET: Bu çalışmanın amacı, eğitim seviyesinin iş tatmini üzerindeki etkisini analiz

etmektir. Eğitim seviyesi ve iş tatmini arasındaki ilişki belirlenen hipotezlerle test
edilmeye çalışılmıştır. Hipotez; H0: Eğitim düzeyi ile iş tatmini arasında ilişki
yoktur. H1: Eğitim düzeyi ile iş tatmini arasında ilişki vardır şeklinde
oluşturulmuştur. İş tatminini değerlendirmek için, bilinen ve araştırma konusu ile
uyumlaştırılmış bir anket kullanılmıştır. Çalışma, dört ve beş yıldızlı otuz otel
işletmesinde görev yapan 600 işgören üzerinde yapılmıştır. Anketler turizm bölümü
öğrencileri tarafından yüzyüze yapıldığı için tamamının geri dönmesi sağlanmıştır.
Çalışmaya katılanların % 69’unu üniversite mezunları, % 31’ini ise ilköğretim
mezunları oluşturmuştur. Araştırma sonucunda eğitim düzeyi ile iş tatmini arasında
pozitif bir ilişki bulunmuştur. Sonuç olarak, işletme yöneticileri işgörenlerinin
eğitim düzeylerini artırmakla birlikte eğitim düzeylerine paralel olarak çalışma
şartlarını da geliştirmelidirler.

Anahtar kelimeler: Tatmin, iş tatmini, işgören tatmini, turizm sektörü, eğitim

seviyesi.
An Assesment on the Effect of Education Level on the Job Satisfaction … 37

1. Introduction
Today, the problems of the employee are the most prominent matters in the
establishments. Uneasiness, unhappiness and the lack of motivation are the most
prior ones among these problems. Because the unhappy employee can not focus on
his work. On the other hand, the one who is pleased with his work would be
peaceful, happy and naturally can be motivate on his work. Then this will lead
employee to work more efficiently and stimulate his work for his establishment for a
bigger income.

Previous studies showed that happy workers are the ones who work efficiently.
Having a higher morale of workers affects the efficiency of them. If the worker is
satisfied with his work, he will have a positive mood and have wish for
accomplishing his work (Davis, 1988).

Providing workers’ satisfaction leads to product higher quality goods and services,
and then this will cause the customer’s satisfaction to increase and finally support
the competition power of the establishment and raise the income (Tütüncü, 2001).
The raise of the competition throughout the world requires the managers of the
establishments not overlook the quality and the element of man who will provide the
quality.

The management which primarily focuses on getting the job done is now looking for
the meeting the needs of the employees, after realizing the importance of the
element of the man. This has got a vital importance for the touristic establishments
which have a service character. Because of the service that the man provides and the
human relations define the quality of the service. The satisfaction of the people
varies according to the behaviours, manners appearance and the attitudes of the
people who provide the service. The satisfaction of the customer consists of inner
customer satisfaction (workers) and the outer customer (tourists) satisfaction. The
satisfaction of the outer customer depends on the satisfaction of the inner customers
(Bailey and Dandrade, 1995)

Being successful in the competitive markets depends on the level of the satisfaction
of the workers in the establishments. The satisfaction or dissatisfaction of the
workers affects the performance of the organisation. Also the job satisfaction
provides positive attitudes and behaviours of the workers (Organ, 1997). One of the
most important factors which affects the behaviours of the workers in the
establishments is the feeling of the working satisfaction, that is to say, job
satisfaction. The presence of the job satisfaction in the establishment not only
provides a lot of positive contributions, reduces the stress and increase the adherence
of the workers to the establishments, but also raises the efficiency and the quality.
The dissatisfaction of the job causes breaking or leaving the job or going to work
late and unnecessary extravagances etc., which lead undesired costs that the
establishment never wants to meet (Wilkinson, 1992).

It is difficult to state an inclusive and conclusive definition of job satisfaction here,

due to a range of conceptualizations of the construct in the literature. Some theorists
view it as the broad positive emotional reactions and attitudes an individual has
towards their job, brought about by a comparison between actual and desired or
anticipated outcomes (Locke, 1978; Oshagbemi, 1999). Others have viewed it as a
38 Ahmet GÜRBÜZ

two-dimensional construct consisting of a ‘satisfaction–lack of satisfaction’

dimension and a ‘dissatisfaction–lack of dissatisfaction’ dimension (Winefield,
Tiggemann, & Goldney, 1988); or as ‘intrinsic satisfaction’ and ‘extrinsic
satisfaction’ dimensions (Warr, Cook, & Wall, 1979). More recently, the discussion
has concerned whether job satisfaction is a global concept or composed of facets of
satisfaction with various aspects of the job (Oshagbemi, 1999; Scarpello &
Campbell, 1983; Wanous, Reichers, & Hudy, 1997).

According to a recent study (Sousa-Poza & Sousa-Poza, 2000), the most likely
workplace determinants of job satisfaction are whether the employee (1) finds the
job interesting; (2) has good relationships with management; (3) has a high income
(more important for males than females); (4) can work independently; (5) has good
advancement opportunities and (6) good relations with colleagues.

In order to an organization to be successful, job satisfaction of the employees should

be provided permanently. Job satisfaction is defined as “the reaction of the
individual to the working environment” (Berry, 1998). Wage, promotion possibility
employee benefits, director, colleagues, conditions of employment, communication,
security, efficiency and employment pattern are among the variables that affect
employee’s thought about the work. All of the variables affect job satisfaction in
different ways.

Different theories have been improved about job satisfaction. Locke’s (1969)
opinion stated as “discrepancy theory”, suggests that job satisfaction grows out of
the feeling that what things the individual think as important for himself, not
meeting the need of the individual. According to this theory, the importance that an
individual attach to a variable is relevant to how much he wants it. Discrepancy
theory suggests that dissatisfaction appears when the individual got less than he
wanted (Berry, 1998). Lawler suggests that job satisfaction must be considered in an
instinctive frame. According to this view, job satisfaction appears as a result of what
the individual deserves and gets. In other words, if an individual can’t get what
he/she deserves, job dissatisfaction appears (Lawler, 1994).

Job satisfaction is concerned with the total of attitudes towards the various aspects of
the work and in what extend the results obtained meet the expectations. Providing the
satisfaction of the employees in the company is one of the most important tasks of the
management. Satisfaction brings forth (produces) the reliance, devotion and improved
quality in the output gained in the end (Tietjen, 1998). Directors want the job
satisfaction of their employees to be high to achieve their aim and to be successful.
Therefore, they make an effort in respect of their opportunity and experience (Akıncı,
2002). First of all, it is necessary to have knowledge of factors that affect the job
satisfaction in order to provide and to raise the job satisfaction. Which is an important
factor to achieve the individual and organizational aims. Employee’s genetic tendency,
family reasons, education level, culture, job experience, social organism and
environment take an active part in job satisfaction (Eren, 1996).

Job satisfaction results are so important because they affect employee’s physical and
mental health, the working environment and efficiency of the organization, comfort,
economic development, disposal and social dissipation of the society (Erdoğan, 1994).
An Assesment on the Effect of Education Level on the Job Satisfaction … 39

The importance of job satisfaction in terms of individual and organizational results

is too big to ignore. Especially for companies taking part in tourism sector in order
to reach their estimated long-lasting aims, qualified working power has great
importance. The behaviour and attitudes of those employing in labour-focused
tourism sector have more importance when they are compared to those employing in
other sectors. In an atmosphere where customers requesting and buying the service
and employers providing the service face one another, it is not possible for an
employer who is demotivated to provide a satisfactory service for his customers.
Customer satisfaction is directly related to employer satisfaction. Therefore, firstly
the employer should be satisfied.

In this study, by stating the importance of job satisfaction in terms of establishments,

the influence of employer education statuses over job satisfaction and also employer
satisfaction has been studied. Although many variables are supposed to be
influential over job satisfaction, in this study the influence of education status over
employer satisfaction has been studied.

2. Hypothesized Model
The present study has been focused on examining the relationships between job
satisfaction and education level.

3. Education Level and Job Satisfaction

To determine the relationship between education level and job satisfaction, the data
have been divided into two groups according to the education level. The first group
graduated from university or vocational schools. The second group is from primary
and secondary school.

Previous studies have found that education increases job satisfaction. The provision
of training will foster an increase in professionalism and further exploitation of
management methods, whereas a lack of training can cause frustration and lack of
job satisfaction (Wright and Davis, 2003). Well-trained individuals know the scope
expectations and dept of their jobs and will be able to add building blocks to their
professionalism as they progress through their careers (Priti, 1999). Training is
therefore critical for human resource planning, and marketing management.

Bluedorn (1982) higlighted demographic characteristics such as race, age, education

and payment that affect job expectations and environmental opportunities, which
ultimately influence turnover and job satisfaction. Price and Mueller (1986) stated
that various job factors such as payment, promotion, opportunity and general
training increas job satisfaction and subsequent intentions to stay. However, some
physical factors, management behavior and income affect the relationship between
education and job satisfaction.

In this regard, Podsakoff and Mackenzie (1997) suggested that contextual

performance increases employees’ job satisfaction by making work context more
pleasant and supportive. This is consistent with the description by Scotter, Borman,
40 Ahmet GÜRBÜZ

Motowidlo and Cross (1993-2000) of contextual performance as a category of

behavior that is valuable to organizations because it helps supports and maintains the
psychological and social context in which task activities are performed. Both
approaches agree that employees with more effective contextual performance are
likely to be more satisfied with their jobs.

In this study only one hypothesis has been constituted between education level and
job satisfaction.

H0: There isn’t a relationship between education level and job satisfaction.

H1: There is a relationship between education level and job satisfaction.

4. Research and Data Collecting

To measure job satisfaction, a questionnaire comprising a slightly modified form of
the job satisfaction questionnaire of Oswald Neuberger and Mechthild Allerbeck
(1978) has been used. The questionnaire comprises one of the most popular
measures of job satisfaction and has been found to produce highly reliable results.
The questionnaire used in this study includes 100 questions and employed nine
variables designed to measure satisfaction with respect to different components of
employees’ overall job satisfaction, namely;

1. Co-workers
2. Supervision/Supervisor
3. Job content
4. Physical conditions/working facilities
5. Organization and management
6. Opportunities for development
7. Income (wage and salary)
8. Working hours
9. Job security.

In the questionnaire, these variables include 81 questions. The other 19 questions

were also asked related to employees’ demographic characteristics such as age,
gender, education level etc.

The population for this study is comprised of tourism industry employees in the
country (Turkey). A total of 600 questionnaires were administered thirty 4* and 5*
hotels from İstanbul, Ankara, İzmir, Antalya, Bursa, Trabzon and Adana in 2003.
All of the questionnaires were picked up because the questionnaires were
administered individually by the students of tourism department. Of the responses
416 (69 percent) graduated from university and vocational schools of higher
education, 184 (31 percent) from primary and secondary schools. Sample
characteristics are shown in table 1.
An Assesment on the Effect of Education Level on the Job Satisfaction … 41

Table 1. Frequencies and Percentages of Some Descriptive Statistics

Bachelor’s Degree Less Than High School
Subscale and Technical School and High School or
or Some College Equıvalent
Frequency Percent Frequency Percent
Gender
Female 196 47 56 30
Male 220 53 128 70
Age
Less than 20 28 06 8 04
21-25 188 45 60 33
26-34 136 33 64 35
35-40 36 10 48 26
41-50 28 06 - -
More than 50 - - 4 02
Educational Level
Less than high school - - 28 15
High School or equivalent - - 156 85
Technical School or Some 272 65 - -
College
Bachelor’s degree 144 35 - -
Professional Traning
Trained 320 77 64 35
Non-trained 96 23 120 65

5. Data Analising Results

To study the effect of education level on the job satisfaction one hypothesis has been
constructed. Then, Pearson’s correlation has been computed to test the hypothesis.
Investigations were made, not only on overall job satisfaction in relation to
education, but also satisfaction with present payment, promotions/opportunities for
develeopment and the physical conditions/working facilities which exist in the
organizations. Descriptive statistics were also have been computed to examine the
job satisfaction levels across the different classifications of workers and some
demographic variables such as age, gender, education level, etc. in the organizations.

Table 2. Differences in Job Satisfaction Across, Gender and Age ( n= 600)

JOB SATISFACTION
RESPONDENTS
N Mean* SD F P
Female 252 3.05 0.86
GENDER 3.28 0,018**
Male 348 2.85 0.73
Less than 20 36 2.13 0.85
21 - 25 248 2.51 0.75
26 - 34 200 3.57 0.78
AGE 2.86 0.033**
35 - 40 84 4.03 0.63
41 - 50 28 4.28 0.69
More than 50 4 4.13 0.73
* 1= strongly disagree, 2= disagree, 3= undecided, 4= agree, 5= strongly agree
** p< 0.01 (The difference is meaninful).

According to this table, when the ages of the people who answered this survey are
taken into account, as it’s seen in the table, it’s clear that, the workers who are less
than 20 and between 21 and 25 are not satisfied with their jobs, the workers in other
42 Ahmet GÜRBÜZ

age groups are satisfied with their jobs. As there can be various factors which can
cause job dissatisfaction for the workers who are in sub age groups, it is because of
the feature of the tourism sector, the hard work and tiring jobs to do are mainly done
by the young workers.

One-way ANOVA survey has been done in order to focus on the relation between
the job satisfaction level and the ages of the workers and the results in table 2 have
been obtained. As it’s seen in the table, a reasonable relation has been found
between the job satisfaction level, the ages and the sex of the workers (For age
F=2.86, p=0.033, For sex F=3.28, p=0.018).

Table 3. Mean Scores, Standard Deviations and Reliabilities of Job Satisfaction

Survey Subscales (n=600)
Mean Standard
Subscale Reliability
Score* Deviation
Work content and context 3.86 0.79 0.81
Supervision/supervisor 3.84 0.99 0.78
Physical conditions/working
4.43 0.92 0.83
facilities
Co-workers 4.32 1.05 0.82
Administration 3.77 0.83 0.76
Payment /income 3.73 1.17 0.85
Working hours 4.34 1.09 0.84
Promotions/opportunities 3.66 1.05 0.75
Job security 4.83 0.61 0.86
* 1= strongly disagree, 2= disagree, 3= undecided, 4= agree, 5= strongly agree

The subscales used in this study were work content and context, supervision,
physical conditions, co-workers, administration, payment/income, working hours,
promotion/opportunities and job security. Mean scores, standard deviations, and
reliabilities for the subscales are shown in table 3. The job security, physical
conditions and co-workers subscales have the highest mean scores, 4.83, 4.43 and
4.32, respectively. Reliabilities have been calculated for all subscales. All of the nine
subscales have reliability coefficients greater than 0.70 which is suggested by the
authorities.

Table 4. Means, Standard Deviations and Correlations Between Subscales

(Variables)
SUBSCALE M SD 1 2 3 4 5 6 7 8 9
Work content and ontext 3.86 0.79 (0.81)
Supervision/supervisor 3.84 0.99 0.46 (0.78)
Physical conditions 4.43 0.92 0.53 0.29* (0.83)
Co-workers 4.32 1.05 0.48 0.41 0.28* (0.82)
Administration 3.77 0.83 0.54 0.39 0.41 0.47 (0.76)
Payment /income 3.73 1.17 0.49 0.37 0.43 0.38 0.47 (0.85)
Working hours 4.34 1.09 0.43 0.36 0.38 0.46 0.53 0.26 (0.84)
Promotions/opportunities 3.66 1.05 0.37 0.34 0.46 0.42 0.52 0.25 0.33 (0.75)
Job security 4.83 0.61 0.55 0.49 0.47 0.51 0.48 0.28 0.39 0.57 (0.86)
* significant at p = 0.01
An Assesment on the Effect of Education Level on the Job Satisfaction … 43

Cronbach’s alphas (reliability) of each subscale measured are shown in the

parentheses. Scale reliability of the questionnaire instrument has been assessed with
a statistical computation called Cronbach's alpha; when a number of questions are
intended to ask about the same thing, Cronbach's alpha can measure question
relatedness. The higher the alpha, (at least 0.75) the more related the questions are
and can therefore be treated as one variable.

Table 5. Job Satisfaction Degree According to the Educational Level

JS*
5 % 4 % 3 % 2+1 % Total %
EL**
Less than high school 9 9.8 11 6.5 5 9.2 3 1.0 28 4.6
High School or equivalent 27 29.8 63 36.8 13 24.0 53 19.0 156 26.0
Technical School or Some
41 45.0 71 41.5 24 44.6 136 47.0 272 45.4
College
Bachelor’s degree 14 15.4 26 15.2 12 22.2 92 33.0 144 24.0
Total 91 100.0 171 100.0 54 100.0 284 100.0 600 100.0
General JS Degre (%) 15 29 09 47 100
1= strongly disagree, 2= disagree, 3= undecided, 4= agree, 5= strongly agree
*JS: Job satisfaction
**EL: Educational level

According to the table 6, it’s clear that there is a statistically reasonable relation
between the degree of the job satisfaction and the education level of the workers.
After finding out this relation, workers were divided into two groups who included
sample and t-test was used in order to determine the relation in various education
levels. The two groups which constituted the sample; the first group was less than
high school, high school or equivalent the second group was technical school or
some college and Bachelor’s degree. The results which show the results of the t-test
in table 6, are confirming the results in table 5 as the level of job satisfaction in the
low education level group (1st group) is higher than in the high education level group
(2nd group), (t=3.23, p<0.01).

Table 6. The Relationships Between The Education Level and Job Satisfaction
(n=600)
Educational Level
Bachelor’s Degree And
Less Than High School
Technical School or Some
And High School or Equivalent
College
Job Satısfaction (First Group)
(Second Group)
Mean** Std. Deviation Mean Std. Deviation t

3.57 0.73 2.61 0.67 3.23*

*= p< 0.01
**Likert scale where 5 is strongly agree, 1 is strongly disagree.

According to hypothesis, tere is a positive relationship between the educational level

and job satisfaction. Pearson correlation has been computed to test hypothesis. The
hypothesis investigated the relationship between job satisfaction and education level.
Positive relationship has been found between education level and job satisfaction
44 Ahmet GÜRBÜZ

connected with supervisor (r=0.167, P<0,001), work content (r=0,194, P<0,001),

work conditions (r=0,227, P<0,001), administration (r=0,163, P<0,001),
opportunities for development (r=0,171, P<0,001) income (r=0,178, P<0,001), co-
workers (r=0,104, P<0,001). Thus the results supported the hypothesis, namely that
the relationships between job satisfaction and education level would be positive.

High School or equivalent (r=0,302, p<0,01)

Less than high school

Work Context
High Job
+

(r=0,194, P<0,001) Satisfaction

(3.57)
Education Level

Work Perception and

Workforce
Process Evaluation
Technical School or Some College

Bachelor’s degree

Low Job
(r=0,194, P<0,001)
+

Satisfaction
(2.61)
Work Context

(r= 0.302 , p<0.001)

Figure 1. The Process of the Relationship Between Education Level and Job
Satisfaction

6. Discussion and Conclusion

The study reported here adressed the issue of job satisfaction in some 4* and 5*
hotels enterprises in Turkey. We draw on prior conceptual evidence to develop and
test hypothesis that examine the influence of education level on job satisfaction.

The results would make several contributions to the literature. First, the study
develops teoretically important and relevant linkages between education level and
job satisfaction related to work context. Second, the study emphasized a positive
relationship between education level and job satisfaction.

Our findings demonstrated a positive relationship between education level and job
satisfaction related to work context (r=0,302, P<0,001). The job satisfaction of
employees was measured by some criteria. These criteria were related to supervisor,
job content, work conditions, administration, income, opportunities for development
and co-workers. This study suggest that if these criterias unsuitable/suitable job
satisfaction of high education level workers decrease/increase (Figure 1).
An Assesment on the Effect of Education Level on the Job Satisfaction … 45

This finding is not suprising, as a person with a higher education level may easily
percept and evaluates the improper work context connected with anthropometrics,
physical, psychological factors that affect his mental and physical health negatively,
as observed figure 1. This leads to the general conclution that if education level of
staff is high, administration should improve work context.

Job satisfaction is good not only for employees but also employers, too. It increases
productivity and decreases staff turnover. An organization’s policies, if unclear or
unfair, can stand in the way of employee satisfaction.Although employees do want
to be paid fairly for their work, money is not an effective way to motivate
individuals. Money is important every time but, if the workers aren’t paid according
to its marginal contribution, it affects the of the workers’ efficiency negatively
through the process. Employees need a reasonable amount of social interaction on
the job. Employees also need some degree of personal space, which diffuses tension
and improves working conditions.

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